You’ve Just Been Hanked
Since Eliana has been home from the NICU we’ve had 16 hours a day of nursing help (when the nurses actually get here…but that’s another post). But last week we got a letter telling us that our hours were going to be substantially reduced. We could fight it, but had to get the paperwork in within 10 days in order to keep these hours while we fight the decision.
Of course any sort of insurance stuff is freakishly complicated, so I broke out my best Hank and went to work. Read and re-read the letter. Research online. Talk to the nursing company. Contact a pro bono service that specializes in health law and insurance matters. Then…make the call.
When people ask me technical questions I don’t like to just give the answer — I like to cite chapter and verse. If I look it up I know I’m right, and if I can give you a citation it’s hard for you to think that I don’t know what I’m talking about.
The first time Ms. Customer Service said “I don’t think you can do that” I convinced her to check with someone else who could tell her I was right. But the second time, when she confidently told me “you can’t do that at this stage of the process” I couldn’t hold back.
Some parents might have trusted her and walked away. Others might have yelled that they knew they were right. I, however, patiently read her the URL of the company’s website that recited what I had just told her. She’d been Hanked.
Been doing that a lot recently…
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